The Patient experience, much like the Customer Experience, describes the range of interactions that patients have with their health care system, care from health plans, from doctors, nurses, and staff in hospitals, physician practices, alongside other health care facilities.
Overall, the 'Patient Experience' will include multiple aspects of health care delivery that patients look for and give value to when they seek and receive healthcare, such as getting appropriately fast appointments, easy access to information such as EHRs, and good communication with health care providers.
Patient Experience vs. Patient Satisfaction
It is important to note the difference between the Patient Experience and Patient Satisfaction. Satisfaction is actually easier to measure than a high quality experience, but often less consistent. Patient satisfaction is dependent on the initial expectations of the patient being met - for example, two patients could have the exact same experience, but different levels of satisfaction based on their expectations going in. For this reason, it is important to have numerous outcomes to measure the actual quality of the patient experience.
Patient Engagement is the name of the process whereby patients seek to be engaged in their healthcare decision-making process. As a result, those who are engaged as decision-makers in their care tend to be healthier and have better outcomes. By definition, patient engagement can be anything from patient portalstosocial mediastrategies, frommonitoring vitals using wearables to active participation from patients in their own health and wellness journey.
Patient engagement is greatly enhanced through technological advancements today, and also describes thevalue of patient feedback, involvement and contributionsto improvement and innovation in healthcare.
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